Complaints
Procedure
Our commitment to providing a transparent, fair, and high-quality service to every customer.
At City Auto Locksmiths, we pride ourselves on the quality of our workmanship and our level of customer service. However, we understand that sometimes things may not go exactly as planned. If you are not satisfied with the service you received, we want to hear about it so we can make it right.
Our Complaint Process
To ensure your issue is resolved as quickly as possible, we follow a simple three-step process:
Step 1: Informal Resolution
In many cases, a simple phone call can resolve the issue immediately. If you have a problem with a key, a lock, or the service provided, please call us on 07980 765 125. We will do our best to rectify the situation on the spot or arrange a follow-up visit.
Step 2: Formal Written Complaint
If you feel the informal resolution was not satisfactory, please submit your complaint in writing. This allows us to investigate the matter thoroughly. Please include:
- Your name and contact details.
- The date the service was provided.
- The vehicle make and model.
- A clear description of the issue.
Please send this to our Abbey Wood office at 6 Sedgemere Rd, London SE2 9SW or via email.
Step 3: Investigation & Response
Once we receive a formal complaint, we will:
- Acknowledge receipt of your complaint within 48 hours.
- Conduct a full internal investigation.
- Provide a formal written response and a proposed resolution within 7 working days.
Our Guarantee
Remember, all of our keys and repairs are covered by a 12-month warranty. If your complaint relates to a faulty product, we will replace or repair it free of charge as part of our commitment to quality.